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Business Management

Director of Field Service – South Full Time

Summary:

The Director of Field Service – South at Benco Dental, a family-owned dental distributor since 1930, manages field service operations in the South District. Benco, the largest privately owned dental distributor in the U.S., serves over 40,000 customers with 1,500+ associates, offering supplies, equipment, and services like office design and equipment repair. Certified as a FORTUNE Great Place to Work, Benco fosters diversity and inclusion.

Responsibilities:

  • Oversee and support regions in achieving their individual profitability goals while implementing Benco’s equipment and service labor strategy.
  • Set district/regional goals for service performance, emphasizing efficient and timely equipment installations.
  • Manage key performance indicators (KPIs) such as Net Promoter Score (NPS), first-time fix rate, response times, service level agreements (SLAs), net contribution, and expenses as a percentage of revenue to drive continuous improvement.
  • Coach and evaluate the performance of Regional Field Service Managers, Project Managers, and Regional Field Service Technicians.
  • Ensure service/installation technicians are well-trained and current with all products Benco sells, services, maintains, or installs.
  • Collaborate with dispatch to improve field communication, enhance dental service knowledge, boost service performance, and reduce travel and costs.
  • Work with regional personnel to resolve customer issues and disputes, ensuring high levels of customer satisfaction and retention.
  • Manage district headcount, hiring, time audits, and disciplinary actions as needed.
  • Identify and grow market areas where Benco’s share in service labor sales is below the industry average.
  • Continuously improve team communication, productivity, and service revenue using both traditional and innovative approaches.
  • Fulfill co-travel requirements of five per quarter to support team development and field operations.
  • Perform other duties as assigned to support the efficient operation of the department and company.

Requirements:

  • Bachelor’s degree in Business or a related field, or equivalent education/experience.
  • Three years of field service work experience preferred.
  • Five years of experience managing a team required, with demonstrated success in leading leaders or managing managers.
  • Proven ability to manage, coach, train, and create a motivational environment for associates.
  • Experience in monitoring and driving performance against KPIs, including NPS, first-time fix rate, response times, SLAs, net contribution, and expenses as a percentage of revenue.
  • Strong communication and interpersonal skills.
  • Ability to travel up to 60% (district-wide and nationwide).
  • Must reside in, or be willing to relocate to, the South District (North Carolina, South Carolina, Georgia, Florida, Alabama, Tennessee, Arkansas, Louisiana, Mississippi, Texas, Oklahoma).

Benefits:

  • Excellent Compensation Packages.
  • Medical, Dental, Vision & 401k Benefits Effective on Day 1.
  • Profit Sharing.
  • Associate Discounts and Community Giveback Programs.
  • College Tuition Savings Program.
  • Caring Family Culture Toward all Associates.
  • Certified as a FORTUNE Great Place to Work.
  • Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups.
  • Family owned for 90+ years.

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